The Capsule CRM app

Modified on: Wed, 27 Feb, 2019 at 2:37 PM

We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible. To read about this feature on Freshdesk Mint, refer to this article instead

This feature is currently not available on Freshdesk Mint.

This feature is not available on the old Freshdesk.

Applicable plans

SproutBlossomGardenEstateForest

Installing the Capsule CRM app in your Freshdesk will enable you to access your Capsule CRM tickets and contact information from within Freshdesk.

To integrate Freshdesk with Capsule CRM,

Login to your support portal.

Go to Admin > Helpdesk Productivity > Apps.

Click on "Get More Apps". Search for Capsule CRM and click on it.

Click on Install to go to the app configuration page.

Enter you widget name, domain name, API key and Dropbox mail address. You will also find instructions on where to find each of these.

When you are done, click Enable.

You can also create a link-back from Capsule CRM to Freshdesk, instructions for which you will find in the Integrations help text.

To Create a Link in Capsule CRM to View a Contact's Tickets in Freshdesk

Login to your Capsule account.

Go to Settings > Custom Fields > People & Organization

Click on Add New and select Generated Link.

Fill in the Label and Link Definition as shown below:

Click Save.

This will enable you to view your contacts' tickets from your Capsule CRM account.

You can choose to fetch the contact information from Capsule CRM for a particular ticket from the Ticket View page, as shown below: